Head of Customer and Commercial Operations

Pearl Health

Lead customer and commercial operations at Pearl Health, driving client success and performance in value-based care model. Collaborate with executive leadership, managing relationships and operations strategy.

Posted 5/26/2026full-timeRemote • Massachusetts, New York, Washington • 🇺🇸 United StatesLead💰 $220,000 - $240,000 per yearWebsite

About the role

Key responsibilities & impact

Own the client relationship from first introduction through long-term performance: including initial VBC readiness assessment, business development support, onboarding, performance enablement, and retention
Partner closely with Market Presidents, who lead growth and own the P&L, to ensure a seamless transition into post-sale onboarding, performance management, and long-term client success
Design and own the operating model that connects pre-sale intelligence directly into post-sale transformation activities, eliminating handoff gaps between growth and customer success
Ensure that insights gathered during early client engagement inform program deployment, and that post-sale learnings feed back into growth strategy and pipeline qualification
Own a unified commercial operations function spanning Growth Ops and Customer Success, including pipeline systems, playbooks, tooling, and post-sale transformation infrastructure
Drive the shift from manual, relationship-dependent workflows to codified, scalable systems, including tooling, playbooks, and automation that reduce operational risk and compound institutional knowledge
Build and own the feedback loop: translate issues, escalations, and performance patterns into durable rules the team acts against consistently
Provide strategic leadership over the integration and evolution of Growth Ops and CS Ops into a single, high-functioning commercial engine
Own the day-to-day client relationships, developing and executing engagement and remediation plans in a high-touch or scaled manner as appropriate, activating the broader organization in a coordinated manner
Establish and hold a clear operating philosophy: performance in value-based care is the mechanism for client satisfaction, not a trade-off with it
Partner with the Performance function leadership team on programmatic design, and own the team and operational infrastructure that deploys those programs at the account level. This is a builder role, not a coordination role
Serve as the primary interface between clients and the Performance vertical, owning the feedback loop that informs program development, operational priorities, and outcome measurement
Own NPS as a lagging indicator of performance and engagement quality, not as a primary objective in isolation, and design feedback mechanisms that surface signal from the full client base
Serve as the most senior relationship manager on the team, credible with C-suite and clinical leaders at enterprise accounts as a player-coach or direct owner of key relationships
Recruit and build the right team to implement performance improvement programs, owning both the talent and the execution model
Lead and develop a team of CS and Growth Ops professionals and leaders, providing the strategic context and prioritization guidance that translates execution to outcomes
Partner closely with Market Presidents and their teams on key clients, portfolio strategy, renewals, and cross-sell opportunities within a matrixed commercial model
Serve as an escalation point for complex client challenges, partnership disputes, and renewal negotiations
Own the annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement
Partner with Performance, Finance, Markets, and Product teams to align performance improvement plans with contractual outcomes
Drive cross-sell and expansion motions within the existing portfolio in coordination with Market Presidents
Own end-to-end strategy and execution for the digital-first client segment, building a scalable, lower-touch model that leverages automation and product-led engagement
Define segment-specific processes, service standards, and metrics distinct from enterprise relationship management

Requirements

What you’ll need

10+ years in a high-performing healthcare customer success, market, or provider-facing leadership role
Deep fluency in value-based care, Medicare programs (MSSP, ACO REACH), and the clinical and financial levers that drive performance in risk-based contracts
Experience at an ACO, health system, or healthcare technology company operating in the value-based care space is strongly preferred
Track record of scaling a team and function while maintaining service quality and increasing operational efficiency
Experience leveraging data and internal dashboards to develop strategy, identify performance risks, and drive accountability
Demonstrated ability to present to and influence clinical and executive-level leadership
Comfort operating in a matrixed environment where influence matters as much as authority
Willingness to travel for in-person client engagement (up to 25%)

Benefits

Comp & perks

Competitive benefits package. Details at pearlhealth.com/careers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

value-based careMedicare programsrisk-based contractsdata analysisperformance measurementoperational efficiencyclient engagement strategiesprogram designautomationpipeline management

Soft Skills

strategic leadershiprelationship managementinfluencing skillsteam buildingcommunicationproblem-solvingcollaborationadaptabilitynegotiationperformance improvement